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						         <h2>Service Desk Analyst</h2>
<ul>
<h4>Required experience as applicable to this skill-set:</h4>
Entry Level = > Six (6) months to three (3) years of relevant experience<br>
Intermediate = Three (3) to seven (7) years of relevant experience<br>
Senior = > Seven (7) years of relevant experience<br>
</ul>
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<h4>Functional Description</h4>
<li>Answering user calls coming into the Service Desk call centre</li>
<li>Initiating the incident record for all incidents and service requests within the incident management system</li>
<li>Ensuring incidents are resolved in an efficient manner</li>
<li>Ensuring activities are performed as necessary for the immediate short-term resolution of incidents so clients can
resume their work as quickly as possible</li>
<li>Ensuring completion of incident data record</li>
<li>Keeping the user informed on the status of their incident</li>
<li>Monitoring all open tickets they have assigned to support groups</li>
<li>Disseminating status information on incidents and service requests to clients</li>
<li>Installing equipment and software as needed</li>
</ul>
<ul>
<h4>Qualifications:</h4>
<li>Call Centre/Help Desk experience</li>
<li>Experience using SupportMagic</li>
<li>Demonstrated aptitude for providing positive customer service</li>
<li>Demonstrated ability to communicate effectively with technology users</li>
<li>Demonstrated analytical and problem solving skills</li>
<li>Experience providing support to end users of MS-Windows and MS Office in a Microsoft Active Directory
environment</li>
<li>Experience with IP-base networks</li>
<li>Experience with Microsoft SMS package deployment techniques</li>
<li>Experience with desktop and laptop Intel-based server hardware</li>
<li>Experience with various end-user peripherals such as printers, scanners, etc.</li>
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